1. 1 Business Communication (1) Lectured by Mr. Shen Shu Ming September 13, 2003 lovercamel@sina.com.cn Zhejiang Radio & Television University Xiaoshan Campus

2. 2 Business Communication (1) Achieving Success Through Effective Business Communication Zhejiang Radio & Television University Xiaoshan Campus

3. 3 Business Communication (1) Objectives 1.Explain what effective communication is and highlight five characteristics of effective business messages. 2.Discuss three developments in the workplace that are intensifying the need to communicate effectively. 3.Describe how organizations share information internally and externally. 4.List and briefly define the six phases of the communication process. 5.Identify and briefly discuss five types of communication barriers. 6.Discuss four guidelines for overcoming communication barriers. 7.Discuss the attributes of ethical communication and differentiate between an ethical dilemma and an ethical lapse. Zhejiang Radio & Television University Xiaoshan Campus

4. 4 Business Communication (1) 1. Effective Communication Quicker problem solving Stronger decision making Increased productivity Steadier work flow Zhejiang Radio & Television University Xiaoshan Campus

5. 5 Business Communication (1) Stronger business relationships Clearer promotional materials Enhanced professional image Improved stakeholder response Zhejiang Radio & Television University Xiaoshan Campus

6. 6 Business Communication (1) 2. Characteristics of Effective Messages Provide factual information Give facts, not impressions Clarify and condense information State precise responsibilities Persuade and make recommendations Zhejiang Radio & Television University Xiaoshan Campus

7. 7 Business Communication (1) 3. Basic Communication Nonverbal –Less structured, harder to classify –More spontaneous, less control Verbal –More structured, easier to study –Conscious purpose, more control Zhejiang Radio & Television University Xiaoshan Campus

8. 8 Business Communication (1) 4. Usage of Business Communication Channels Listening 45% Reading 16% Speaking 30% Writing 9% Zhejiang Radio & Television University Xiaoshan Campus

9. 9 Business Communication (1) 5. Communication Challenges in Today ’ s Workplace Advances in technology Globalization Workforce diversity Team-based organizations Zhejiang Radio & Television University Xiaoshan Campus

10. 10 Business Communication (1) 6. Internal Communication Official structure –Formal chain of command –Up, down, across formal power lines The grapevine –Informal networking –Unofficial lines of power Zhejiang Radio & Television University Xiaoshan Campus

11. 11 Business Communication (1) 7. External Communication Formal contacts –Marketing –Public relations Informal contacts –Employees –Managers Zhejiang Radio & Television University Xiaoshan Campus

12. 12 Business Communication (1) 8. The Communication Process Sender has an idea Sender encodes the idea Sender transmits the message Receiver gets the message Receiver decodes the message Receiver sends feedback Zhejiang Radio & Television University Xiaoshan Campus

13. 13 Business Communication (1) 9. Communication Barriers Perception and language Restrictive environments Distractions Deceptive tactics Information overload Zhejiang Radio & Television University Xiaoshan Campus

14. 14 Business Communication (1) 10. Overcoming Barriers Adopt audience-centered approach Foster open communication climate Commit to ethical communication Create lean, efficient messages Zhejiang Radio & Television University Xiaoshan Campus

15. 15 Business Communication (1) 11. Audience-Centered Approach Understand biases Consider education Factor in age Recognize status Acknowledge style Zhejiang Radio & Television University Xiaoshan Campus

16. 16 Business Communication (1) 12. Communication Climate Modify organizational structure Facilitate feedback Zhejiang Radio & Television University Xiaoshan Campus

17. 17 Business Communication (1) 13. Ethical Communication Recognize ethical choices Make ethical choices Motivate ethical choices Zhejiang Radio & Television University Xiaoshan Campus

18. 18 Business Communication (1) 14. Efficient Messages Send fewer messages Minimize distractions Develop communication skills Zhejiang Radio & Television University Xiaoshan Campus

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